MSD - Brisbane and Surrounding District - 17 October 2018
CUSTOMER SERVICE ADVICE FROM OPTUS
Delay due to severe weather in parts of the Southeast Coast District of Queensland.
Parts of the Southeast Coast District of Queensland was impacted by severe weather on or about Saturday 13 October 2018 through to Tuesday 16 October 2018. This event resulted in extensive damage to Optus’s telecommunications network.
An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 1500 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Nudgee Beach following the coastline south past Wynnum and Cleveland to Runaway Bay turning southwest to Highland Park. From Highland Park the area heads west to the Nerang Conservation Park, southwest to Beechmont, south to the QLD/NSW border and following the border westerly to Mount Lindesay Highway. The area turns northwest to Merryvale, northeast to Willowbank, and east to Springfield Lakes then northeast to Inala. From Inala the area heads northwest to Mount Nebo, northeast to Albany Creek then southeast back to Nudgee Beach. All suburbs and towns, off shore islands and coastal areas serviced by Optus within these boundaries are encompassed in this exemption.
How will this affect you?
Unfortunately, your service may be affected and we may take longer than normal to fix telephone services or complete connections. Services in the area mentioned above with phone numbers in the following number ranges may have been affected:
|0730000800 To 0730374099||0736120000 To 0736127999|
|0730553100 To 0730559999||0736200000 To 0736669999|
|0730660000 To 0730868999||0737004000 To 0737283999|
|0731090000 To 0731097999||0738010000 To 0738095999|
|0731133000 To 0731133999||0738200000 To 0739184999|
|0731310000 To 0731319999||0753312000 To 0753312999|
|0731330000 To 0731349999||0754101000 To 0754103999|
|0731410000 To 0731420999||0754606000 To 0754693999|
|0731422000 To 0731439999||0755002000 To 0755148999|
|0731610000 To 0731629999||0755264000 To 0755969999|
|0731720000 To 0731729999||0756058000 To 0756058999|
|0731792100 To 0731792299||0756070000 To 0756070999|
|0731890000 To 0731909999||0756090000 To 0756093999|
|0732001200 To 0734579999||0756099000 To 0756187999|
|0734725000 To 0734725999||0756270000 To 0756279999|
|0734759000 To 0734769999||0756440800 To 0756462999|
|0734790000 To 0735147899||0756563000 To 0756652999|
|0735500000 To 0735529999||0756679000 To 0756679999|
|0736019000 To 0736086999||0756790000 To 0756799999|
We anticipate that the majority of services will be restored by 11 November 2018. We’re sorry for any inconvenience this delay may cause but we can assure you we are working hard to get things back on track.
What else do you need to know?
Information as to the nature of these severe weather events can be sourced from Weatherzone at www.weatherzone.com.au. Heavy rainfall is referred to within this site for 13 October 2018; all of which were widely reported in the news media after the events.
Due to this event, we’re claiming an exemption under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, including an exemption from the payment of compensation between 17 October 2018 to 11 November 2018 inclusive for any delays in fixing or connecting services, and the keeping of appointments relating to these activities in the impacted area.
Need more information?
If you have any questions regarding your eligibility for a CSG payment under this notice, or wish to have us reconsider whether the circumstances were a proper basis for claiming an exemption, you can contact Optus on 13 39 37 – quoting CSG exemption reference number 17102018-QLD-E-C-P-BRISBANE AND SURROUNDING DISTRICT_RUNL.
You can also view a copy of this notice on our Internet site www.optus.com.au/msd
If, after calling Optus on the above number, you remain unsatisfied with our response to your query, you have the option of raising the matter with the Telecommunications Industry Ombudsman (TIO). Information on the TIO and contact details are available on the Internet (www.tio.com.au) and in the White Pages® telephone directory.